topic Re: Smart Hub update? in Broadband & Landline

Smart Hub update?

Buptaboy — Tue, 15 Oct 2024 14:49:15 GMT

I've had my broadband service with EE for just under 1 year and on Saturday 12/10 it just randomly stopped working while I was out of the house. When I returned home and went to investigate I found the hub was showing a static green light that flashed white after 23 seconds then went off 7 seconds later before restarting the same light cycle (30 second cycle).

After following all the self help guides online and through EE app I contacted them over the phone and the call was ended with them sending me a replacement hub. That arrived today and initially worked (for 15 mins) before doing the exact same thing the old hub was doing. On contacting them again and going through the same process they have now decided to send an engineer out next Monday, 7 days later! In the meantime I am left with no services in my home where virtually everything (entertainment and utility) relies on wifi connection 🤬

Has anyone else experienced this issue or something similar? From what I have researched I believe the hub has some form of firmware update being sent through and it appears to not be accepting the update, possibly a coding issue?

Any help greatly appreciated!

Re: Smart Hub update?

Mustrum — Tue, 15 Oct 2024 15:13:40 GMT

@Buptaboy which router do you have and what broadband sercice>

Are you on full fibre or via your phone line? Do you still have a phone service, if so is it working.

You are the first to have reported this type of issue as far as I know.

Re: Smart Hub update?

JimM11 — Tue, 15 Oct 2024 16:30:35 GMT

@Buptaboy When you respond to @Mustrum info request, also let it be known if you have the Smart Hybrid connect for the 4G mobile switch when Landline broadband is down?

Re: Smart Hub update?

Buptaboy — Tue, 15 Oct 2024 19:40:47 GMT

Hi Mustrum,

I don't have a landline phone, although I believe I can add that to my broadband package.

My house is just over 5 years old on a development just outside Huntingdon in Cambridgeshire. I believe it is a full fibre connection. There is a white BT box in my downstairs cupboard which the smart hub plus user guide describes as a "modem with four ports". This connects to the WAN socket on the hub from Port 1 on the modem.

Re: Smart Hub update?

Peter_W — Wed, 16 Oct 2024 09:07:20 GMT

Thanks for confirming that for us @Buptaboy, that is indeed Full Fibre that you have installed.

What are the lights on the white modem (known as an ONT) showing right now?

Peter

Re: Smart Hub update?

Mustrum — Wed, 16 Oct 2024 09:22:24 GMT

@Buptaboy OK, so yes you are on Full Fibre and whilst it is possible the router may be faulty, it is quite a rare occurrence, but as @Peter_W request knowing what lights are on the ONT will help further identify the issue.

The following link to Openreach's ONT Explained https://www.bt.com/help/broadband/whats-an-openreach-modem-ont shows some of the different types.

And the similar EE Help pages also shows the lights that should be on https://ee.co.uk/help/broadband/fix-problem/what-the-openreach-modem-lights-mean

Re: Smart Hub update?

Buptaboy — Wed, 16 Oct 2024 15:39:36 GMT

Hi Peter,

Top left of the unit I have PON and Power on static green, bottom right Status is static green.

Hub is now showing static aqua light but is not visible on any of my devices to connect to

Re: Smart Hub update?

JimM11 — Wed, 16 Oct 2024 16:52:02 GMT

@Buptaboy Do you have a device with an ethernet port and an ethernet cable that you could plug into the router, the fact that you cannot see the SSID transmitting from the router does suggest that it has stopped, maybe the ethernet is working.

Re: Smart Hub update?

Buptaboy — Wed, 16 Oct 2024 17:06:43 GMT

@JimM11 Unfortunately not. The only devices that has that capability is my TV or my PS5, both of which are in a different room and not near an ethernet port that I can connect them to. My MacBook doesn't have an ethernet port either 🤦‍♂️

Re: Smart Hub update?

JimM11 — Wed, 16 Oct 2024 17:14:25 GMT

@Buptaboy The only think left now, is power it off, wait couple minutes, remove the wan cable from the back of the router, power it back on, and watch the stages and colours of the light as it reboots, note them down sequence and aprox time, after about 4-5 mins, it will settle on a final colour, expect this to be orange/solid, that means hub is working, waiting on broadband connection, plug the wan cable back in now, you can check with your devices if you see the SSID name appear as it is doing all of this.

Re: Smart Hub update?

Buptaboy — Wed, 16 Oct 2024 17:48:30 GMT

@JimM11 I have followed your instructions and found that it went....

Static Green 30 seconds

Flashing green 30 Seconds

Flashing orange, more than 10 minutes

Before connecting the WAN back in place the SSID was visible. I have now connected the WAN and it went back to aqua within 30 seconds but is now not visible again

Re: Smart Hub update?

JimM11 — Wed, 16 Oct 2024 18:00:46 GMT

@Buptaboy Pull the wan out again, see if the ssid returns and light goes to orange, if it does use http://192.168.1.254 on you browser to see if you can get to the hub manager, if you cannot, same as before but do not connect the wan cable, in the flashing orange connect to the router manager as above.

In all of this have you ever tried to do a reset of the router? Reason why i ask is it looks like your hub is good, but as soon as it tries to connect to the ONT to get on the broadband which it looks like it does, because it turns aqua, that means router is now established and on the internet.

But after this is established then do not understand why it freezes out the wireless SSID.

Edit: on your ont the white box, when you connect the wan next time, see if the port light flashes for the ethernet data from router to the ont...

Re: Smart Hub update?

Buptaboy — Wed, 16 Oct 2024 19:26:04 GMT

When I went back the router from seeing your last reply I found the hub lights had returned to the 30 second cycle I had initially mentioned and not showing aqua anymore.

I have previously used the reset function on both the hub and the ONT as part of the self help guides I found online but I always get to the same point again with the green light 30 second pattern.

Port light flashed when connecting WAN then went static. Hub remained flashing orange for roughly 15 seconds then went aqua, caused port 1 to flash and go solid. Hub then went static green again for around 20 seconds before flashing around 16 times, causes port to flash then static, hub goes aqua for max 2 seconds and then goes green causing port light to go off, then recycles the same pattern. SSID disappears from connection list shortly after connecting the WAN

I followed as above and that's what I see when I log in to the hub. Not sure what the hybrid connect part is but I'm sure I read somewhere that's what the white light relates to and I'm guessing the fact it's highlighted orange suggests there's an issue with that particular part.

Re: Smart Hub update?

JimM11 — Wed, 16 Oct 2024 19:50:49 GMT

@Buptaboy When you did the factory reset, held the button for 20 seconds until the light went green and then released the button, let the router reboot, that is the sequence.

If all else fails then it is looking like you have a faulty Smarthub+ router.

The only other test but i do not think it will work is to have EE test the router, with the fact your internet stops think your router is not functioning. Looking like EE CS need to look at it, text help to 66033 from your mobile registered to your account. Time is to short now so you need to do it tomorrow during opening hours.

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:
Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

Re: Smart Hub update?

Mustrum — Wed, 16 Oct 2024 20:07:19 GMT

@Buptaboy from the links I posted earlier, it described the meaning of the LED's

LAN or PORT1-PORT4

All lights on - Ethernet connection is normal between Openreach fibre modem and hub (Port 1 is where engineer will install).
There may be a connection problem - check your hub.
Any lights blinking - Data is being transmitted through the port.
There may be a connection problem - check your hub.
All lights off - Ethernet cable to hub is not inserted or broken.
Check the cable connection at both ends. Try a new cable if needed.

Have you checked the WAN cable or changed it?

If that does not work, I think you will need to wait for the new router.

Re: Smart Hub update?

JimM11 — Wed, 16 Oct 2024 20:22:07 GMT

@Buptaboy Hybrid connect is like a miniature sized hub unit that connects to the lan port of the EE Smarthub+ when the Internet goes off, the mobile 4g signal takes over to supply limited BB and indicated by the white light. As @Mustrum pointed out could be the wan cable, thats why i asked if you saw it flashing, but does not rule it out completely. Not sure if you ever managed to get the hub manager up, with the wan disconnected on http://192.168.1.254 i have never had a hub fail and if it was a failed FW upgrade, but do not know where you got that from, but it can happen, just never seen it.

Let us know if you can get to the manager with the wan disconnected.

Also post a picture of both the Router and the ONT if you can.

Re: Smart Hub update?

JimM11 — Wed, 16 Oct 2024 21:10:13 GMT

@Buptaboy Click on status when screen opens capture it and post it up, will let us see what FW is on the unit.

Also you have one device connected on an ethernet port what is it?

Re: Smart Hub update?

Buptaboy — Thu, 17 Oct 2024 13:18:56 GMT

@JimM11 Is this the screen you're looking for?

The device connected is my hive hub, forgot about that being connected.

Update... after powering down the hub for a few minutes and then powering back on with everything connected I get a connection that last for roughly 15 mins before it dies again

Re: Smart Hub update?

JimM11 — Thu, 17 Oct 2024 13:39:10 GMT

@Buptaboy Your picture needs to be approved before it can be viewed, as soon as it is i will look, your router does not look that far off a working condition, if you could will you try disconnecting your hive ethernet and see if it makes a difference with it off, you still may have to reset it, and wait the 5 minute reboot.

Re: Smart Hub update?

Mustrum — Thu, 17 Oct 2024 13:53:20 GMT

I have approved the image for you.

There is no connection to the ONT in your cupboard - did you check/change the WAN cable?

Even if you have to use a short ethernet cable and take the router to the cupboard - if you check the above screen again and the WAN link speed is still 0, you have a faulty router, if it shows 1000 you have a faulty cable.